**Job Title:** Online Live Chat Representative
**Company:** Axiata Group Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3+
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**Job Description:**
Axiata Group Berhad is seeking a motivated and resourceful Online Live Chat Representative to join our dynamic team in Johor Bahru. As a part of our commitment to providing exceptional customer service, you will be the first point of contact for our customers, helping to address their inquiries, resolve issues, and ensure overall satisfaction through timely and effective communication. This position offers flexibility and the opportunity to work from various locations while promoting a strong work-life balance.
**Key Responsibilities:**
1. **Customer Interaction:**
- Engage with customers via live chat, providing prompt and courteous responses to their questions and concerns.
- Understand customer needs and requirements, offering appropriate solutions and recommendations.
2. **Issue Resolution:**
- Identify and troubleshoot customer issues effectively, displaying creativity in problem-solving to meet customer needs.
- Escalate complex issues to appropriate departments when necessary, ensuring swift resolution and follow-up.
3. **Information Management:**
- Maintain a high level of product knowledge to accurately provide information on Axiata's services, promotions, and policies.
- Document customer interactions and feedback systematically for quality assurance and service improvement purposes.
4. **Sales Support:**
- Assist customers in understanding and purchasing products/services, contributing to sales targets through effective engagement.
- Promote and highlight ongoing promotions and new products/services to enhance customer awareness and interest.
5. **Reporting and Feedback:**
- Compile and analyze customer interaction data, providing insight into trends and customer satisfaction to management.
- Offer feedback on procedures and systems to improve efficiency and customer experience.
6. **Team Collaboration:**
- Work closely with other team members and departments to ensure cohesive and effective service delivery.
- Participate in team meetings, training, and development opportunities to enhance knowledge and skills.
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**Requirements:**
- **Experience:**
- Minimum of 3 years of experience in customer support or online chat environments.
- **Education:**
- A relevant degree or diploma is preferred but not required.
- **Skills:**
- Strong communication skills, with the ability to express ideas clearly and concisely, both verbally and in writing.
- Resourceful and dedicated mindset, demonstrating commitment to delivering the best customer service experience.
- Creative problem-solving abilities to address customer issues constructively.
- **Technical Proficiency:**
- Proficiency in using live chat software and Customer Relationship Management (CRM) systems.
- Familiarity with Microsoft Office Suite and other communication tools.
- **Personality Traits:**
- A resourceful individual who is proactive in assisting customers and addressing their needs.
- Dedicated work ethic, demonstrating reliability and a strong sense of responsibility.
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**Benefits:**
- Disability insurance for peace of mind
- Remote work flexibility to support work-life balance
- Paid overtime for hours worked beyond standard expectations
**Working Environment:**
At Axiata Group Berhad, we promote a supportive working environment that emphasizes employee well-being and work-life balance. We believe in creating a workplace where every employee feels valued and has the opportunity to thrive.
**Deadline to Apply:** Please submit your application by October 27, 2024.
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**Equal Opportunity Statement:**
Axiata Group Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, and we strive to ensure that every candidate has an equal chance to be considered for this opportunity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.